SaaS Customer Success Manager

Job Title: SaaS Customer Success Manager

We are seeking a dedicated and skilled Customer Success Manager to join our team. In this role, you will be responsible for providing top-tier support to our users, helping them navigate our product, troubleshoot technical issues, and ensure they have a seamless experience. You will play a crucial role in addressing customer needs, recreating bugs, and relaying feedback to our engineering team, while also helping to enhance our support processes and resources.

Key Responsibilities:

• Provide expert product assistance, guiding users through features and functionality.
• Help customers manage their accounts, including adding members to their organization and addressing subscription or cancellation inquiries.
• Troubleshoot and debug technical issues, replicating bugs and working closely with engineering for resolution.
• File bug reports and feature requests, ensuring clear communication between customers and internal teams.
• Follow up with engineering on ongoing issues and updates, providing timely and clear communication back to customers.
• Create and maintain Knowledge Base documentation, ensuring users have access to up-to-date self-service resources.
• Continuously improve support macros and develop steps for debugging specific platforms, such as Shopify.
• Assist with onboarding new users by providing product walkthroughs and setting up brand alerts.
• Schedule and conduct regular check-ins with existing subscribers to ensure ongoing satisfaction.

Requirements:

• C1+ Level English
• 1+ Experience working in the USA market and servicing USA SaaS clients.
• 3+ years experience with technical debugging and troubleshooting.
• 3+ years previous experience providing support for SaaS products.
• Familiarity with Intercom, internal support tools, and CRM systems.
• Strong written and verbal communication skills, with the ability to simplify technical information for users.

Bonus:

• Experience with public relations or marketing technology is a plus.

About The Company:

Press Hook is a media relations platform that connects brands, publicists, and journalists at scale. Our platform streamlines and digitizes the processes of the media industry, making the news cycle stronger and more reliable. We match brands with top journalists to facilitate newsworthy stories, ensuring timely earned media coverage. Our mission is to help diverse, minority, and small businesses gain brand awareness in top media publications through innovative technology-driven solutions.

What's in it for You:

• Full Time Remote Job - M-F: 9am-5pm CST
• $2250-$2750 USD per month.
• Opportunity for professional growth.

If you are passionate about delivering exceptional customer service, have a knack for technical problem-solving, and enjoy working in a dynamic environment, we'd love to hear from you!